EP2529317A4 - Interaction management system and methods of use - Google Patents

Interaction management system and methods of use

Info

Publication number
EP2529317A4
EP2529317A4 EP11702736.7A EP11702736A EP2529317A4 EP 2529317 A4 EP2529317 A4 EP 2529317A4 EP 11702736 A EP11702736 A EP 11702736A EP 2529317 A4 EP2529317 A4 EP 2529317A4
Authority
EP
European Patent Office
Prior art keywords
methods
management system
interaction management
interaction
management
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
EP11702736.7A
Other languages
German (de)
French (fr)
Other versions
EP2529317A2 (en
EP2529317B1 (en
Inventor
James Harmon Barnett
Mark Scott
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Inc
Original Assignee
Genesys Telecommunications Laboratories Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Genesys Telecommunications Laboratories Inc filed Critical Genesys Telecommunications Laboratories Inc
Publication of EP2529317A2 publication Critical patent/EP2529317A2/en
Publication of EP2529317A4 publication Critical patent/EP2529317A4/en
Application granted granted Critical
Publication of EP2529317B1 publication Critical patent/EP2529317B1/en
Active legal-status Critical Current
Anticipated expiration legal-status Critical

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G06F3/0481—Interaction techniques based on graphical user interfaces [GUI] based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G06F3/0484—Interaction techniques based on graphical user interfaces [GUI] for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G06F3/0484—Interaction techniques based on graphical user interfaces [GUI] for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
    • G06F3/04842—Selection of displayed objects or displayed text elements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/003—Click to dial services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0036—Services and arrangements where telephone services are combined with data services where the data service is an information service
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/08—Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/38—Displays
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011—Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/252—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a voice mode is enhanced with visual information
EP11702736.7A 2010-01-28 2011-01-14 Interaction management system and methods of use Active EP2529317B1 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US12/695,382 US9537924B2 (en) 2010-01-28 2010-01-28 Interaction management system and methods of use
PCT/US2011/021364 WO2011094078A2 (en) 2010-01-28 2011-01-14 Interaction management system and methods of use

Publications (3)

Publication Number Publication Date
EP2529317A2 EP2529317A2 (en) 2012-12-05
EP2529317A4 true EP2529317A4 (en) 2014-12-31
EP2529317B1 EP2529317B1 (en) 2019-11-27

Family

ID=44309925

Family Applications (1)

Application Number Title Priority Date Filing Date
EP11702736.7A Active EP2529317B1 (en) 2010-01-28 2011-01-14 Interaction management system and methods of use

Country Status (3)

Country Link
US (2) US9537924B2 (en)
EP (1) EP2529317B1 (en)
WO (1) WO2011094078A2 (en)

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US9537924B2 (en) 2010-01-28 2017-01-03 Genesys Telecommunications Laboratories, Inc. Interaction management system and methods of use
US9984338B2 (en) * 2011-05-17 2018-05-29 Excalibur Ip, Llc Real time e-commerce user interface for monitoring and interacting with consumers
US9992334B2 (en) * 2011-10-13 2018-06-05 Nuance Communications, Inc. Multi-modal customer care system
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US9420103B1 (en) 2013-01-23 2016-08-16 West Corporation Customer service call processing and support agent access application
US10289967B2 (en) * 2013-03-01 2019-05-14 Mattersight Corporation Customer-based interaction outcome prediction methods and system
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US9392116B2 (en) 2013-12-26 2016-07-12 Genesys Telecommunications Laboratories, Inc. System and method for customer experience management
ES2685952T3 (en) 2015-06-15 2018-10-15 Virtualq Gmbh Virtual Queue System
US20170199748A1 (en) * 2016-01-13 2017-07-13 International Business Machines Corporation Preventing accidental interaction when rendering user interface components
US10552880B2 (en) * 2016-05-20 2020-02-04 International Business Machines Corporation System, method, and recording medium for cognitive and contextual queue management
US20170346948A1 (en) * 2016-05-24 2017-11-30 Metropolitan Life Insurance Co. System and Method for Improving Call Center Communications
US10656984B2 (en) * 2016-08-08 2020-05-19 Quantum Metric, Inc. Techniques for monitoring user interactions and operation of a website to detect frustration events
US10009465B1 (en) * 2016-12-22 2018-06-26 Capital One Services, Llc Systems and methods for customer sentiment prediction and depiction
US10824293B2 (en) * 2017-05-08 2020-11-03 International Business Machines Corporation Finger direction based holographic object interaction from a distance
EP3451644A1 (en) * 2017-08-30 2019-03-06 virtualQ GmbH Computer-implemented method of operating a contact center
US10176480B1 (en) * 2017-10-10 2019-01-08 Wells Fargo Bank, N.A. Stranded asset management in customer service call centers
US11068518B2 (en) * 2018-05-17 2021-07-20 International Business Machines Corporation Reducing negative effects of service waiting time in humanmachine interaction to improve the user experience
US10904388B2 (en) * 2018-09-21 2021-01-26 International Business Machines Corporation Reprioritizing waitlisted callers based on real-time biometric feedback
US10942941B2 (en) 2018-11-12 2021-03-09 International Business Machines Corporation Natural language processor for cognitively generating contextual filler designed to keep users engaged
US10477025B1 (en) 2018-12-20 2019-11-12 Capital One Services, Llc Utilizing machine learning with call histories to determine support queue positions for support calls
JP6784795B2 (en) * 2019-04-16 2020-11-11 株式会社三菱Ｕｆｊ銀行 Communication device
US20210117882A1 (en) 2019-10-16 2021-04-22 Talkdesk, Inc Systems and methods for workforce management system deployment
US11736615B2 (en) 2020-01-16 2023-08-22 Talkdesk, Inc. Method, apparatus, and computer-readable medium for managing concurrent communications in a networked call center
US11165907B1 (en) * 2020-12-10 2021-11-02 Coupang Corp. Incoming request blending for customer service representatives
US11677875B2 (en) 2021-07-02 2023-06-13 Talkdesk Inc. Method and apparatus for automated quality management of communication records
US11856140B2 (en) 2022-03-07 2023-12-26 Talkdesk, Inc. Predictive communications system
US11736616B1 (en) 2022-05-27 2023-08-22 Talkdesk, Inc. Method and apparatus for automatically taking action based on the content of call center communications
US20230409239A1 (en) * 2022-06-21 2023-12-21 Micron Technology, Inc. Efficient command fetching in a memory sub-system
US11943391B1 (en) 2022-12-13 2024-03-26 Talkdesk, Inc. Method and apparatus for routing communications within a contact center

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Also Published As

Publication number Publication date
US20110185293A1 (en) 2011-07-28
US9537924B2 (en) 2017-01-03
WO2011094078A3 (en) 2014-03-20
EP2529317A2 (en) 2012-12-05
WO2011094078A2 (en) 2011-08-04
US10841426B2 (en) 2020-11-17
US20170118342A1 (en) 2017-04-27
EP2529317B1 (en) 2019-11-27

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